Senior Support Specialist (L2 Support Personnel)

Position Overview
The Senior Support Engineer (L2) for Safetrust is a highly skilled and proactive individual. This position supports advanced technical troubleshooting, system configuration, and operational scaling of our support infrastructure. This role builds on L1 support by owning more complex issues, driving root cause analysis, and supporting system-level improvements.

You will play a critical role in ensuring customer success by resolving escalated issues, optimizing workflows, and supporting large-scale initiatives such as firmware updates and system deployments. This position requires both deep technical expertise and the ability to operate independently in a fast-paced environment.

Key Responsibilities
Advanced Technical Support & Escalation
● Own and lead the triage of all customer-reported technical issues
● Apply technical expertise and sound judgment to assess and determine appropriate resolution paths
● Evaluate whether issues can be resolved remotely or require on-site field testing or additional diagnostics
● Determine when hardware replacement is necessary versus alternative solutions
● Identify and escalate complex issues to L2 Support or Engineering when required
● Proactively de-escalate customer concerns and drive resolution without unnecessary handoffs or replacements
● Establish, document, and continuously improve triage standards, decision frameworks, and resolution workflows
● Perform deep troubleshooting across hardware, firmware, and mobile applications
● Act as the escalation point for L1 support and coordinate with Engineering when required
● Analyze and document root causes of recurring issues

System Configuration & Infrastructure

● Configure and maintain customer-specific update and provisioning stations for sensor programming and firmware upgrades
● Manage firmware environments, including access, demo, staging, and cloud instances, ensuring stability and proper version control
● Administer PPSK (Private Pre-Shared Key) and certificate pools, including generation, distribution, rotation, and lifecycle management

Testing & Validation
● Conduct advanced functional and diagnostic testing of Safetrust Wallet and Credential Manager across mobile platforms, validating credential provisioning, lifecycle management, and interoperability
● Perform in-depth testing of sensors and firmware, including upgrade/downgrade validation, performance benchmarking, stability analysis, and regression testing across hardware revisions
● Analyze and troubleshoot firmware-related issues, identifying root cause and coordinating fixes with Engineering when needed
● Execute comprehensive testing of DESFire cards, including encoding, encryption validation, authentication flows, and compatibility with various reader and access control systems
● Validate access configurations end-to-end, ensuring proper integration between credentials, readers, and backend systems (e.g., access control platforms)
● Simulate real-world use cases and edge conditions to identify defects, performance gaps, and reliability issues
● Document test plans, procedures, results, and findings, providing clear recommendations for resolution and product improvement
● Support pre-release validation, pilot deployments, and customer-specific configurations to ensure successful implementation
● Analyze and decode client card formats to ensure compatibility with supported systems and configurations
● Perform detailed failure analysis on returned (RMA) hardware to identify root cause and recommend corrective actions

Customer Enablement & Field Support
● Deliver customer training on Safetrust Credential Manager and Wallet, ensuring successful adoption and usage
● Travel to customer sites as needed to troubleshoot issues and provide hands-on resolution
● Support Apple Access setup, configuration, and reporting, ensuring proper integration and performance

RMA & Operational Support

● Own and manage the end-to-end RMA lifecycle from intake through closure, ensuring accuracy, timeliness, and accountability
● Validate replacement eligibility and perform advanced testing and failure analysis to confirm root cause
● Generate and process replacement orders and sales orders within NetSuite, aligning with customer entitlements and warranty terms
● Coordinate shipping and logistics for returns and replacement equipment, with a focus on efficient turnaround times
● Maintain and replenish RMA stock levels, ensuring inventory accuracy and availability for replacements
● Assist in license management tied to POs/SOs, ensuring proper allocation, activation, and tracking in alignment with hardware replacements

Process Improvement & Documentation
● Continuously enhance support and upgrade processes, ensuring alignment with established triage, RMA, and testing standards
● Identify process inefficiencies and operational gaps, recommending and implementing automation and workflow improvements to increase efficiency and scalability
● Analyze trends across support activities, including RMAs, product failures, repeat issues, and escalation patterns, to drive data-informed process improvements
● Translate insights into actionable initiatives that improve resolution times, reduce defects, and enhance overall customer experience
● Maintain accurate, detailed, and timely records in Zendesk and internal systems to support reporting, traceability, and continuous improvement efforts
● Ensure documentation, knowledge base content, and standard operating procedures are consistently updated and reflect current best practices

Skills & Experience
● Strong troubleshooting skills across hardware, firmware, and mobile environments
● Excellent communication and customer-facing skills
● Ability to manage multiple complex issues simultaneously
● Strong analytical and problem-solving capabilities
● Experience working independently and within cross-functional teams

Preferred Qualifications
● 3–5+ years in technical support, preferably in IoT or access control
● Experience with Zendesk or similar ticketing systems
● Familiarity with physical access control systems (card readers, credentials)
● Experience with mobile platforms (iOS/Android)
● Experience with firmware management and device configuration

Why you'll love working here

● Competitive salary based on experience and performance

● 13th-month salary

● Daily lunch is provided at the office

● Free coffee, tea, and refreshments

● Full statutory insurance (social, health, unemployment)

● Annual health check-up and paid annual leaves

● Professional, international working environment

Working Location: Level 6 Khanh Hoi 2 Building 360A Ben Van Don, Vinh Hoi, Ho Chi Minh City

Safetrust is an equal opportunity employer and prohibits discrimination and harassment of any kind. We offer an inclusive workplace and will not tolerate discrimination against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status or parental status.